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Alex314
Former Member
Message 11 of 28

RE: Exact the same problem

Ex_Brit: sorry, my last post was directed to yhjeh!

I understand you never used your own chat. I was confused by the dual character of the thing: an e-mail as answer to my written request for support, as well as a message in the still open chat window telling me to try later again...

I'll just wait what happens next.
exbrit
MVP
MVP
Message 12 of 28

RE: Exact the same problem

That is weird. Sorry I don't know the answer to that.
yhjeh
Former Member
Message 13 of 28

RE: Exact the same problem

I received an e-mail from the xs4all helpdesk. They say they are not offering support for McAfee products, and I should contact McAfee. I've sent xs4all a reply, and told them lots of xs4all clients have the same problem, and gave them the links to several forums. But I'm afraid they are going to send me the same standard answer again.

 

Do you have any experience with this type of 'chat' and does it usually have this 'dual' character?


No, I've never used the McAfee-chat. Is it only possible to chat, or can you choose to send them an e-mail too?
exbrit
MVP
MVP
Message 14 of 28

RE: Exact the same problem

You can email them too, either the link in my signature of at the top left of this page.

I can't believe them, obviously trying to shift the blame.
Jirnsum
Former Member
Message 15 of 28

RE: Exact the same problem

For the record: yet another xs4all member here with the very same problem. The problem is also reported on several xs4all related newsgroups
exbrit
MVP
MVP
Message 16 of 28

RE: Stuck with old Dat version?

I've flagged this to see if anyone has any notions.
yhjeh
Former Member
Message 17 of 28

RE: Stuck with old Dat version?

I've sent xs4all yet another e-mail. This time I begged them to do something about our problem and not send me another stupid standard answer. But it probably won't work either.

I had a thought, I don't know if it makes any sense.
Because the McAfee software checks for an update and then tells me "Your programs are up to date" while they obviously aren't up to date, is it possible the software looks for updates at the wrong serveradress? And because there aren't any updates on that server, just concludes the software is up to date.

Xs4all has changed the McAfee-software, because when you rightclick the McAfee-icon in the taskbar and choose "Customer support" you are directed to a xs4all-webpage. So perhaps when they were adapting the software they inadvertently changed the adress from which the software has to download the updates.
I don't know, just an idea.

Is it possible to discover where my McAfee-software checks for updates, and compare it somehow to the correct serveradress?
yhjeh
Former Member
Message 18 of 28

RE: Stuck with old Dat version?

Someone in this (Dutch) thread
http://groups.google.nl/group/xs4all.general/browse_thread/thread/d33acec5be975fd6
received an answer from McAfee, telling him to download the McAfee software from his McAfee-acount.

So I've tried that. I logged in into my account, and clicked on the download-button behind the software with the license which is going to run out in november 2009. I deinstalled the xs4all software, then installed the software from my McAfee-account. And indeed, I got the newest dat-file, just my software was an older version. But after clicking the update-button my computer downloaded the newer versions.

I can't believe it. It works!!
Problem solved.
exbrit
MVP
MVP
Message 19 of 28

RE: Stuck with old Dat version?

When you uninstalled, did you then run the MCPR removal tool? (Linked in my signature). That makes sure all remnants are deleted as these can cause issues.

1. Uninstall all McAfee programs through "Add or Remove Programs" in Windows "Control Panel".
2. Use the MCPR tool, see this article: How to remove supported McAfee consumer products using the McAfee Consumer Products Removal tool (MC... This will remove all McAfee remnants from your computer. (you must have Windows Vista, XP or 2000 SP4 to use this tool)
3. Launch Windows Explorer and delete all McAfee files in "Program Files" but especially in "C:\Document and Settings\<user>\Application Data" and "C:\Document and Settings\All Users\Application Data". You have to set Windows Explorer to show all hidden files and folders (Tools > Folder Options > View tab). Just delete the McAfee folders even if they are empty in all the "Application Data" folders. Can be more than one!
In Vista: C:\Program Files, C:\ProgramData and C:\Users\yourname\AppData\Roaming
4. Reboot and redownload/reinstall your McAfee products directly from your account at the McAfee web site, NOT from an CD that you may have.
yhjeh
Former Member
Message 20 of 28

RE: Stuck with old Dat version?

 

When you uninstalled, did you then run the MCPR removal tool?


I did on one of my computers, on the other I first tried it without the removaltool, but then the software wouldn't update to the newer versions, so I think the updating process still didn't work, and nothing had changed. But then I deinstalled again, and used the removaltool, and now the updating process works.

So you're right the removaltool is essential!
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